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Drew Hume
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February 24, 2016 at 9:39 am
Hi folks,
Just starting yesterday we’ve had a problem with event registrations. Transactions are not getting processed. Yesterday morning we had a registration go through without trouble (has been working fine for months now, using paypal pro) and then someone tried to register in the afternoon – error message came up.
I also just tried to register someone over the phone and make the payment through EE and it once again declined the transaction. It’s not working and I haven’t changed anything at all on the website between yesterday morning and today when I had the trouble. (I’ve since updated some plugins but it still isn’t working).
Please help!
Thanks,
Drew.
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Lorenzo Orlando Caum
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February 24, 2016 at 9:46 am
Hi Drew,
Is this happening with a specific type of card? For example American Express?
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Lorenzo
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Drew Hume
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February 24, 2016 at 9:48 am
Hey Lorenzo!
No – we don’t accept AMEX – and I tested both Visa and MC – and both of those are not working… (the only cards we accept).
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Lorenzo Orlando Caum
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February 24, 2016 at 10:09 am
Hi Drew,
Since none of the card types (e.g. VISA, MasterCard) are working, there may be an issue with the credentials that are in use. Could you try refreshing them by following the steps below?
This will deactivate the existing credentials and create a new set.
1) Login to your PayPal.com account.
2) Click on My Account.
3) Click Request API credentials under Account information.
4) Click Set up PayPal API credentials and permissions under Option 1.
5) Click Request API Credentials.
6) Click Request API signature.
7) Click Agree and Submit.
You can then copy and paste the API username, password, and signature into the payment methods page for Event Espresso within your WP dashboard and then click on the Update Settings button.
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Lorenzo
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Drew Hume
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February 24, 2016 at 11:09 am
The screenshot attached shows what I see after step 4 outlined below. I can’t get to step 5 because this is in my way… thoughts?
https://navina.ca/wp-content/uploads/2016/02/Screen-Shot-2016-02-24-at-1.06.57-PM.png
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Lorenzo Orlando Caum
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February 24, 2016 at 2:12 pm
Hi, it looks there the messaging is a little different. It is the classic option:
http://cl.ly/0C0q3x3G3Q3M
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Lorenzo
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Drew Hume
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February 24, 2016 at 2:15 pm
I think that’s what it looked like the first time I set it up, but I’m wondering if it’s different because I’ve already set it up before???
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Drew Hume
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February 24, 2016 at 2:26 pm
I figured out how to delete the old credentials and create new ones (option 2). Just did it and now the transactions still won’t work – the error message now is “internal error”
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Tony
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February 25, 2016 at 6:46 am
Internal error is a general error and doesn’t point to anything in specific.
Does it show Internal Error on the popup or the full page?
Have you double checked the credentials have been entered correctly and there is no leading/trailing whitespace that should not be there?
If you view the payment within a transaction does it show any further details within the ‘Gateway response’ field? Like this – http://take.ms/KhWXs
Can you link us to an event we can run some test registrations on please?
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Drew Hume
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February 25, 2016 at 7:04 am
Hey Tony –
It shows the error message in the popup window.
I double checked all the new credentials that I entered after generating new ones and there is no white space.
Unfortunately there’s also no additional information in that spot – it simply says “internal error”.
Here’s an event that I know for sure was functioning prior to two days ago:
https://navina.ca/blog/events/principal-certification-winnipeg-spring-2016/
If you need more events, here’s where you can find a list:
https://navina.ca/study-thai-massage/training-dates/
I’m perplexed as to how this happened, when I didn’t touch anything within the day that it seemingly went from functioning well to not accepting registrations. If I were to have changed anything at least then I’d have a starting point, but this has me clueless.
Thanks for you help.
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Tony
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February 25, 2016 at 7:20 am
Something will have changed, it’s the only way for this to happen, however that something could be anything right now 🙂
We often see hosts performing ‘routine maintenance’ on servers in which they just happen to alter one or two settings that ‘won’t make a difference’ and then it turns out they do, so it could even be something your host themselves have done.
Or maybe PayPal’s ‘security model’ (that no-one knows much about) has flagged your account for some reason and that’s causing problems.
(I’m not saying it is any of the above, just pointing out that there’s lots of possibilities 🙂 )
However, that yellow popup that shows on the screen is actually showing the error message directly from the payment provider (in this case PayPal), so the internal error is being thrown by PayPal themselves.
Can you try contacting them and have them check you your account?
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Drew Hume
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February 25, 2016 at 7:32 am
Emailing them now.
Will let you know!
Thanks.
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Drew Hume
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March 2, 2016 at 11:27 am
Still no changes – calling and emailing paypal, they can’t see anything on their end, suggesting it’s being blocked before…? They’re still looking though.
Error message has changed back to “this transaction cannot be processed”.
I also found out today that it is working just fine on one of my domains, aus.navina.ca but not on de.navina.ca or navina.ca (main site).
All those domains are under a multisite configuration, and have been working simultaneously previously… All of them have the exact same settings.
Any thoughts?
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Josh
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March 2, 2016 at 2:07 pm
If the internal error is actually an internal server error coming from your server, your server may be running low on memory. Sometimes the amount of memory available to WordPress can be bumped by editing the wp-config.php file.
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Drew Hume
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March 2, 2016 at 2:24 pm
The only thing I can think of that is related might be the backup storage of my website? I recently “ran out” of storage and went ahead an paid for an upgrade on the server. It has yet to be applied because it keeps thinking I’m asking for a downgrade, when I’m asking for an upgrade…. so that could be the cause of all this!??!
Other than that I’m not really comfortable editing such files myself so I hope to goodness that this will solve the problem.
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Josh
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March 2, 2016 at 2:37 pm
Backup storage would be a different part of the server that’s not usually related to the amount of memory available to PHP. Someone would have had to set up the wp-config.php file to set up WordPress multisite. Can you ask them to bump the amount of memory limit?
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Drew Hume
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March 2, 2016 at 2:49 pm
I was the one who made it a multisite (felt rather out of my depth though). I just looked at my backup and it does interestingly say that navina.ca and de.navina.ca are over quota yet aus.navina.ca is fine…. that matches up with the ones not working.
I’ll try editing it but can you tell me exactly where the segment of code needs to go – for example, where do I put this:
define( ‘WP_MEMORY_LIMIT’, ’96M’ );
Thank you – and sorry for the need to be hand-held.
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Josh
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March 2, 2016 at 3:09 pm
The code needs to go in wp-config.php before where it says
/* That's all, stop editing! Happy blogging. */
and after the opening php tag that appears on line 1.
Please be sure that you do not copy the bbPress formatted code from your reply, the quotes need to be the non-curly type like as follows:
define('WP_MEMORY_LIMIT', '128M');
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Drew Hume
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March 2, 2016 at 3:32 pm
Okay, I did that – thank you for walking me through that!
No change yet… just tried another registration and it cannot be processed again. Perhaps I need to wait for changes to take effect?
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Josh
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March 2, 2016 at 4:04 pm
The changes would take effect instantly, that said, if the host doesn’t allow the memory limit to be increased, the change will not take effect.
Can you contact the host to verify the amount of memory that’s being allocated? While you have their attention, maybe they can get the backup quota issue straightened out.
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Drew Hume
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March 2, 2016 at 4:06 pm
Okay – will do. I’ve been calling and emailing them to try and get the backup quota increased so I’ll throw that on top as well.
Will update, hopefully with successful resolution.
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Drew Hume
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March 2, 2016 at 5:36 pm
I don’t know why but it’s started working again.
I haven’t heard back from the server people but I’m guessing it MUST have been related to the storage somehow…
I guess this is resolved. Fingers crossed it stays that way. No clear solution but I think we can assume it was the storage (of some description) because paypal didn’t change anything.
Thank you for your support guys! I must say, out of the 3 support teams I have had to liaise with on this, you’re by far the easiest to get a hold of and to communicate with, so thank you.
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Tony
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March 3, 2016 at 3:24 am
Hi Drew,
I’m glad its working again, please do let us know if you have any further problems.
Thank you for your support guys! I must say, out of the 3 support teams I have had to liaise with on this, you’re by far the easiest to get a hold of and to communicate with, so thank you.
Thank you 🙂 I’ll pass your feedback onto the rest of the team.
Would you mind sharing your experience with Event Espresso? We have some options on how you can do that here:
https://eventespresso.com/about/help-us-help-you-how-to-share-event-espresso/
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